News: Customer Service/Care
Users 'unhappy with broadband providers' customer services'
27 March 2009
Nearly half of broadband users are unsatisfied by the level of customer service their supplier gives them, new research shows.
The results of a survey published by uSwitch.com show that there is a 32 per cent gap between the best and worst providers of consumer care, with O2 ranking as the best while Orange was voted the lowest.
Overall, the price comparison website's 2009 Broadband Customer Satisfaction Report finds that O2 is the best company, coming top in nine of the 11 categories with a rating of 92 per cent.
AOL Broadband was voted the worst provider in six areas, with a third of its users reporting that they were unsatisfied with it.
Steve Weller, communications expert at uSwitch.com, claims that the difference between the best and worst firms has been expanding.
He says: "Broadband has become such a vital part of people's lives that, despite the tough economic climate, consumers are willing to pay for a fast speed, reliable connection and good old-fashioned customer service."
Earlier this month, thinkbroadband.com surveyed half a million people and found that O2 was rated the best large internet service provider.
